Description |
1 online resource (xiii, 210 pages) : illustrations. |
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data file |
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Bibliography |
Physical Medium |
polychrome |
Series |
Advances in management information systems ; v. 3
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Advances in management information systems ; v. 3.
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Bibliography |
Includes bibliographical references and index. |
Contents |
Electronic customer relationship management : an introduction / Nicholas C. Romano, Jr. and Jerry Fjermestad -- Success factors in online supply chain management and e-customer relationship management / Michael R. Bartolacci and Mary Meixell -- Using electronic customer relationship management to maximize/minimize customer satisfaction/dissatisfaction / Yoon Cho and Jerry Fjermestad -- Customer relationship management success and organizational change : a case study / Carl-Erik Wikstrom -- Success factors in CRM Implementation : results from a consortial benchmarking study / Rainer Alt and Thomas Puschmann -- Collaborative customer relationship management in financial services alliances / Malte Geib, Lutz M. Kolbe, and Walter Brenner -- Improving customer Interaction with customer knowledge management / Adrian Bueren [and others] -- An examination of the effects of Information and communication technology on customer relationship management and customer lock-In / Ja-Shen Chen and Russell K.H. Ching -- What makes customers shop online? / Na Li and Ping Zhang -- Toward achieving customer satisfaction in online grocery shopping : lessons learned from Australian and Swiss cases / Sherah Kurnia and Petra Schubert. |
Summary |
A survey of information systems research on electronic customer relationship management (eCRM). This book provides frameworks taken from cases and applications in this field. Each chapter takes a collaborative approach that goes beyond the analytical and operational perspectives, and stresses integration with other enterprise information systems. |
Local Note |
eBooks on EBSCOhost EBSCO eBook Subscription Academic Collection - North America |
Subject |
Customer relations -- Management.
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Customer relations -- Management. |
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Electronic commerce.
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Electronic commerce. |
Genre/Form |
Electronic books.
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Computer network resources.
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Electronic books.
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Added Author |
Fjermestad, Jerry.
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Romano, Nicholas C.
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Other Form: |
Print version: Electronic customer relationship management. Armonk, N.Y. ; London : M.E. Sharpe, ©2006 0765613271 9780765613271 (OCoLC)64181023 |
ISBN |
9780765620156 (electronic book) |
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0765620154 (electronic book) |
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9781317472186 (electronic book) |
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1317472187 (electronic book) |
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0765613271 |
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9780765613271 |
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